Associate Manager Service Delivery

5. Role Summary / Job Purpose

The Associate Manager is responsible for leading project-level service delivery, managing resources, and ensuring adherence to SLAs and KPIs. They support client engagement on project-related matters, drive operational improvements, and mentor team members. This role combines tactical leadership with elements of strategic planning to prepare for future managerial responsibilities

6. Key Responsibilities

• Project Delivery Leadership:

                Lead and oversee successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets. Track and report progress using standardized dashboards and KPIs.

• SLA & KPI Management:

Monitor compliance with contractual obligations and internal standards. Conduct root cause analysis for SLA breaches and implement corrective actions.

• Resource Management:

Assign and manage project-specific resources, ensuring optimal utilization. Foster team engagement and identify training needs to support career development.

• Customer Engagement:

Act as liaison for project-related updates and escalations. Conduct project reviews and feedback sessions to enhance client satisfaction.

• Risk & Issue Management:

Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issues.

• Continuous Improvement:

Collect feedback from teams and clients to implement process enhancements. Promote innovation and efficiency within project teams.

• Financial Awareness:

Track project budgets and billing cycles. Conduct variance analysis between planned and actual outcomes to ensure cost-effectiveness.

• Drive Operational Excellence

Establish and enforce structured governance frameworks to ensure consistency, compliance, and accountability across all service delivery activities. Implement standardized processes and controls to maintain high-quality outcomes and reduce operational risks.

• Support Continuous Improvement:

Actively identify gaps and inefficiencies in current workflows by leveraging performance data and stakeholder feedback. Lead initiatives to streamline processes, enhance productivity, and align improvements with organizational objectives and client expectations.

• Performance Reporting & Insights:

Develop comprehensive performance reports that go beyond basic metrics, incorporating trend analysis, risk assessments, and predictive insights. Highlight areas of concern, propose corrective actions, and present actionable recommendations to senior leadership for informed decision-making.

7.Qualifications

Education: Bachelor’s degree in IT, Project Management, or related field.

Experience: 6–8 years in IT service delivery, project management, or similar roles.

Certifications: ITIL v4 , PMP or PRINCE2 (preferred), Agile fundamentals.

Skills:

• Strong leadership and team management abilities.
• Proficiency in ITSM tools (ServiceNow, Jira) and reporting tools (e.g.: Power BI, Tableau).
• Excellent communication and stakeholder management skills